Operations

• Oversee end-to-end operations of the policy contact centre, including policy changes, cancellations, new business, renewals, and general customer inquiries
• Manage and mentor the Underwriting team to achieve key performance indicators by monitoring call volumes, staffing levels, and performance metrics using workforce management tools
• Ensure high standards of service to clients and brokers, focusing on productivity, quality, customer satisfaction and within the SLA (service level agreement)
• Develop and implement operational strategies, workflows, and process improvements to enhance efficiency and accuracy
• Ensure adherence to service levels against SLA targets
• Prepare and present reports on underwriting performance measurements to management
• Lead initiatives to improve first-contact resolution, reduce turnaround time, and enhance overall customer experience whilst focusing on employee development and upskilling
• Foster a positive, customer-centric culture that encourages accountability, teamwork, and continuous improvement
• Collaborate with sales, claims, underwriting and governance and teams to ensure seamless service delivery and process alignment
• Ensure compliance adherence to all regulatory requirements and internal policies
• Responsible for system training for Outsource Partners
• Handling of complaints and escalations
• Manage and oversee some credit control functions
• Support the Compliance review process on outsources and binders
• Support implementation of new technologies, systems, and tools for contact centre optimization

Operations Manager – Heavy Haulage

LISP Operations Manager

Research & Development Ops Graduate